Johnston Press, one of the leading publishers of regional newspapers in the UK and Ireland, has steamlined it’s contact centre operation thanks to Interactive Intelligence.
Founded in 1767, Johnston Press has consolidated the classified operations of its more than 200 local newspapers and websites from nine contact centres into two: Sheffield and Edinburgh. This has been completed using Interactive Intelligence’s Customer Interaction Center(CIC) suite, including Interaction Feedback and Interaction Analyzer.
CIC is the all-in-one contact centre solution, supported on a multichannel platform architected for SIP and voice over IP (VoIP). Interaction Feedback is a post-call survey that enables Johnston Press to easily assess its customer service, while Interaction Analyzer scores conversations based on keywords, offering a supervisor a quick and simple way to monitor call performance.
Together, the contact centres employ 240 staff and generate Johnston Press an annual revenue of £50m, so a smooth transition was critical.
“The implementation of Interactive Intelligence’s solutions has been one of the smoothest launches I have experienced,” says Tony Rinaldi, Group Director of Contact Centre Operations, Johnston Press. “We were very clear about the strategy we wanted to stick to and Interactive Intelligence ticked all the boxes of our procurement process as well as being agile and cost effective.
“We started off with a pilot service in January, which took Interactive Intelligence just four weeks to implement. The speed of the deployment was very impressive and, following a successful trial period, we went live with the full solution in April. Overall, Interactive Intelligence has been excellent throughout.”
Dave Paulding
Dave Paulding, Regional Sales Director UK, Middle East & Africa, Interactive Intelligence, adds: “At Interactive Intelligence we pride ourselves on not only great solutions, but also a high-quality service. We deliver affordable, innovative technology that enables companies, such as Johnston Press, to meet their contact centre needs, whatever they might be – helping to drive efficiencies, generate cost savings or increase revenues.”
Author: Jo Robinson
Published On: 16th May 2012 - Last modified: 22nd Mar 2017
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